1. Chapter 4
Communication

2. Communication An interaction between two or more persons
Communication process
Message: expression or thought
Sender: delivers message
Method: way message is sent
Receiver: interprets message
Feedback: response

3. Types of Communication
Verbal: spoken or written words
Nonverbal: use of body language
Modes of nonverbal communication
Physical appearance and dress
Facial expression
Gestures
Eye contact
Tone of voice
Touch
Silence

4. Personality Types
Passive or unassertive
Aggressive
Assertive

5. Levels of Communication
Social
Therapeutic or purposeful

6. Components of Therapeutic Communication
Listening
Warmth
Genuineness
Attentiveness
Empathy
Positive regard

7. Functions of Therapeutic Communication
Create an understanding
Decrease anxiety
Provide information
Develop trust

8. Phases of Therapeutic Communication
Orientation: learning about person, building trust
Working: exploring thoughts and feelings
Termination: ending the relationship

9. Factors Affecting Communication
Congruence: agreement between verbal and nonverbal language
Time and setting: when and where communication takes place
Proxemics: space between individuals
Biases: prejudices or negative beliefs
Physical handicaps: difficulties with vision and/or hearing

10. Blocks to Communication
Belittling
Disagreeing
Agreeing
Defending
Stereotyping

11. Blocks to Communication (continued)
False reassurance
Giving advice
Changing the subject
Closed-ended questions
Why questions
Probing

12. Techniques to Enhance Communication
Giving information
Validating
Clarifying
Reflecting

13. Techniques to Enhance Communication (continued)
Paraphrasing
Asking broad questions
Using general leads
Making an observation

14. Techniques to Enhance Communication (continued)
Offering self
Focusing
Using humor

15. Chapter Challenge
Give the name and an example of the two types of communication
Name three blocks to communication
List three techniques to enhance communication